Service Level Agreement
1. Subject Matter
The following provisions of this Service Level Agreement ("SLA") specify the level of service Blocks provides for the Customer regarding the Blocks Platform.
2. Availability of Blocks Platform
Unless stated otherwise in the Order Form, Blocks will maintain an average monthly system availability of 99.0% for the Blocks Platform. Availability shall mean the time during which the Blocks Platform is available, in the respective calendar month (a calendar month being calculated by multiplying the number of days in the month by 1,440 (24 hours x 60 minutes) and subtracting unscheduled downtime, as regards the respective calendar month.
Unscheduled downtime shall not include: (a) standard maintenance times between 0:00 – 6:00 CET; (b) scheduled maintenance times; (c) emergency maintenance times (meaning maintenance tasks which in the reasonable opinion of Blocks need to be performed sooner than the normal 2 days' notice period would allow, such as tasks intended to address important security fixes); (d) downtime due to denial of service attacks not caused by Blocks; and (e) downtime due to force majeure.
3. Support Matrix
Support incidents are classified according to 3 levels of severity as outlined below. Blocks will use reasonable efforts to respond to support requests sent to support@blocks.cloud within the Target Response Time as outlined below. The response time is calculated as the total time between the receipt of Customers support request and when Blocks acknowledges the request.
| Severity | Definition | Target Response Time |
|---|---|---|
| P1 (Critical) | Critical Billing Failure or massive overcharging | 8 Hours (Within business hours: Mon-Fri, 08:00 – 18:00 CET) |
| P2 (High) | Platform down, severe performance degradation or critical feature failure. | 24 Hours (Within business hours: Mon-Fri, 08:00 – 18:00 CET) |
| P3 (General) | General questions, minor bugs, or feature requests. | 48 Hours (Within business hours: Mon-Fri, 08:00 – 18:00 CET) |
4. Service Credits
If Blocks fails to meet the Target Response Time for a P1 (Critical) incident, Member shall be entitled to receive a Service Credit calculated as a percentage of the Blocks Fees (not the total AWS spend) incurred during the applicable monthly billing cycle, as set forth below:
Conditions:
- Cap: Service Credits shall not exceed 50% of the total Blocks Fees charged in the applicable month.
- Basis: Credits are applied solely against the Blocks Success Fee. Member remains fully liable for all underlying AWS infrastructure costs (Net Charges).
- Exclusive Remedy: These Service Credits constitute Member's sole and exclusive remedy for any failure by Blocks to meet the Service Levels defined herein.
- Claim Process: Member must request credits in writing within thirty (30) days of the incident.
5. Exclusions
The SLA does not apply to issues caused by AWS outages, Force Majeure, internet connectivity issues, or Member's equipment/software.
6. Support
Additional on-demand support in the form of manual engineering/ consultative work is available at an hourly rate of €120.
Version as of February 2026